FAQ

ACCOUNT

  • Can i place an order without creating an account?

Yes, it is possible to check out as a guest. However, if you do decide to create an account, you get the opportunity to save shipping and billing addresses in the address book, you will be able to view your order history and you can find tracking numbers for current orders.

 

I'VE FORGOTTEN MY PASSWORD

Click the forgotten password link under our login section to reset your password or continue shopping.

 

 I'M UNSURE ABOUT SIZING

To ensure the perfect fit, please find all necessary information’s in each product description. If you need further assistance, please contact our Customer Care Team: us.customerservice@lalaberlin.com

 

ORDERS

  • May I change or cancel my order?

We're not able to cancel your order or edit your shipping details after you've received a confirmation mail. We are unable to combine orders, change sizes, add or remove pieces from an existing order once it has been placed. For further assistance, please contact our Customer Care Team: us.customerservice@lalaberlin.com

 

  • Why was my order cancelled?

The item(s) that you ordered may no longer be available. If an item in your order is unavailable, we will contact you within 2 business days about the cancellation. The refund will take place immediately.

 

  • I checked out as a guest, how do I track my order?

You will receive a dispatch confirmation email with the tracking number enclosed.

 

  • I'm missing item(s) from my order

We sincerely apologize for the inconvenience. Please contact our Customer Care team us.customerservice@lalaberlin.com

 

  • Item is damaged, defective or incorrect?

First and foremost, we sincerely apologize for the inconvenience. Please e-mail us at (us.customerservice@lalaberlin.com) immediately, with your complaint and order number. Include a picture of the damaged or wrong-shipped product. Our Customer Care Team will provide a quick and satisfying solution.

 

  • My order hasn't been delivered yet, what can i do?

We sincerely apologize for the delay. Please consider that our carriers might sometimes face unexpected difficulties. Please check the communication from the carriers regarding your delivery. If you are still unable to locate your parcel, please reach out to our Customer Experience team at us.customerservice@lalaberlin.com

 

RETURNS AND REFUNDS

  • Can I get an exchange rather than a refund?

We are not able to offer an exchange on items. All returned items will be refunded once they've been received by our Warehouse. If you would like a different size or color of an item, then we kindly ask you to place a new order.

 

  • I have an issue with my delivery or return, what can i do?

Please check the communication from the courier regarding your delivery. Then, if you are still unable to locate your parcel, kindly reach out to our Customer Care team at us.customerservice@lalaberlin.com

 

  • I haven't received my refund, or I think my return might be lost.

We’re very sorry that your return has not yet been processed. Please review your returns tracking number to confirm the location of your parcel.

 

  • You can find more information about returns & refunds here.

 

SHIPPING

  • Which countries do you deliver to?

lala Berlin Inc. only ships to addresses within the U.S., and U.S. Territories.

 

  • Do you offer complimentary shipping?

Yes, we offer free shipping for all orders over $250 within the U.S., and U.S. Territories.

 

  • What if I refuse my order at delivery?

If an order is refused at delivery and returned to our warehouse, you will not be refunded shipping costs and/or any duties and taxes incurred. We strongly urge you to review your order prior to shipment.

 

    • You can find more information about shipping here. 

    Oh no - out of stock!

    We're very glad you like our product(s)! Choose the product of your interest and click the button “Notify me”, fill in your e-mail address and you will be the first one informed as soon as the article is back on stock.

     

    Product spotted in a Magazine / Instagram - where can I buy it?

    Please e-mail our Customer Care Team (us.customerservice@lalaberlin.com) 

     

     

    Customer Care: